Gagandeep Kohli Email & Phone Number

Sydney, New South Wales, Australia

Leading the engineering and operations team for Linux platforms. Technologies include RHEL, openshift , Ansible , Satellite. Managing upgrades, patching, provisioning, automation, LCM, risk, compliance . vulnerabilities and scans along with daily BAU work.

Sydney, New South Wales, Australia

Overall accountability for leading a globally diverse Technical Managed services team for Rakuten Japan covering24x7 support for products including RCS, Calling and Messaging and Video Apps and products (Link App), Fraudand Spam shields and IOT. Highest business contributor account in APAC.Verticals include management of Operations, Engineering. Service Desk, Product Engineering, Performance Automations.Responsible for Operational Excellence, Ticketing and… Show more Overall accountability for leading a globally diverse Technical Managed services team for Rakuten Japan covering24x7 support for products including RCS, Calling and Messaging and Video Apps and products (Link App), Fraudand Spam shields and IOT. Highest business contributor account in APAC.Verticals include management of Operations, Engineering. Service Desk, Product Engineering, Performance Automations.Responsible for Operational Excellence, Ticketing and Change/Problem/Incident management, Stake holder management, Escalations, BAU operations, Executive reporting, Operational Improvement Audits (including external audits), Relationship building, Contract management/Renewals and Continuous Automation.Maintained 99.99% KPIs and SLAs across the platforms. Developed and mentored team of 7 support staff to a total of 50 plus within 18 months of operations.Consistently exceeding in high pressure situations to a variety of deadlines, Show less

Tokyo, Japan

Working with Mavenir Japan to deliver RCS,SMS,MMS,Security Suite services, based of NFV and Cloud to Rakuten in Japan. Project managing - Mobile network security suite (Set of Spam detection and real time firewalls) and MMSC to RCS integration Service Management - Rich Communication Suite (WebRTC G/w, TAS, Link app (Rakuten's RCS app - https://network.mobile.rakuten.co.jp/), SMSC, Voicemail. KPI and Service Management Ticket and SLA management Escalation and Incident… Show more Working with Mavenir Japan to deliver RCS,SMS,MMS,Security Suite services, based of NFV and Cloud to Rakuten in Japan. Project managing - Mobile network security suite (Set of Spam detection and real time firewalls) and MMSC to RCS integration Service Management - Rich Communication Suite (WebRTC G/w, TAS, Link app (Rakuten's RCS app - https://network.mobile.rakuten.co.jp/), SMSC, Voicemail. KPI and Service Management Ticket and SLA management Escalation and Incident Management Operational reviews and Governance Change Management Joint Planning and Operational Roadmaps Team management - Local and overseas. Show less

Sydney, Australia

 Managing 20 clients in the APAC region and 26 people, exhibiting excellence and proficiency in planning and directing the team, discussing technical aspects regarding installation and maintenance, and the operation of ICT Infrastructure and networks across customers Building service delivery frameworks to suit customer success.  Driving compliance with current and future service level requirements of customers are identified, understood and documented in SLA (Service Level… Show more  Managing 20 clients in the APAC region and 26 people, exhibiting excellence and proficiency in planning and directing the team, discussing technical aspects regarding installation and maintenance, and the operation of ICT Infrastructure and networks across customers Building service delivery frameworks to suit customer success.  Driving compliance with current and future service level requirements of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements Utilising industry experience and understanding of applying subject matter expertise on contact center technologies required to design and deliver custom technical solutions, ensuring all flow down requirements are managed to overall technical scope Displaying experience and understanding in providing technical support to the integrity of data for enterprise supported tools and applications Cultivating and maintaining working relationships with clients and business partners in a professional and highly compliant environment Ensuring to remain educational in approach to the role in order to grow and develop as both a professional and an individual within the workplace Consistently working in high pressure situations to a variety of deadlines, often working long hours to meet client needs Operationalizing and building support frameworks for new technologies including NFV and Cloud computing.  Contract negotiations, consolidations and optimisation for various customers  Vendor management Show less

Sydney, Australia

 Exhibiting excellence and proficiency in planning and directing the team, discussing technical aspects regarding installation and maintenance, and the operation of ICT Infrastructure and networks across customers Demonstrating knowledge and expertise in identifying changes to the customer environment and technology trends that could potentially impact the type, level, or utilisation of services provided Driving compliance with current and future service level requirements of… Show more  Exhibiting excellence and proficiency in planning and directing the team, discussing technical aspects regarding installation and maintenance, and the operation of ICT Infrastructure and networks across customers Demonstrating knowledge and expertise in identifying changes to the customer environment and technology trends that could potentially impact the type, level, or utilisation of services provided Driving compliance with current and future service level requirements of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements Utilising industry experience and understanding of applying subject matter expertise on contact center technologies required to design and deliver custom technical solutions, ensuring all flow down requirements are managed to overall technical scope Displaying experience and understanding in providing technical support to the integrity of data for enterprise supported tools and applications Cultivating and maintaining working relationships with clients and business partners in a professional and highly compliant environment Ensuring to remain educational in approach to the role in order to grow and develop as both a professional and an individual within the workplace Consistently working in high pressure situations to a variety of deadlines, often working long hours to meet client needs Show less

Sydney, Australia

 Assisting and supporting teams for APAC customers across a wide range of ICT infrastructure solutions and applications Confident and competent in using network services, software systems, and applications to restore service or identify and correct core problems Developing and implementing policies and procedures in compliance with local, state, and federal government regulations Comprehensive knowledge of telecommunication utility operations and its related activity, whilst… Show more  Assisting and supporting teams for APAC customers across a wide range of ICT infrastructure solutions and applications Confident and competent in using network services, software systems, and applications to restore service or identify and correct core problems Developing and implementing policies and procedures in compliance with local, state, and federal government regulations Comprehensive knowledge of telecommunication utility operations and its related activity, whilst possessing a demonstrated proficiency in administering communication-related IT support programs Consistently reaching and exceeding expectations and key performance indicators as both an individual, and as part of a high-performance team Show less

 Acting as a person of authority, calling on extensive professional knowledge to provide other staff members with professional and legislative based information and understanding when called upon Displaying experience and understanding by assisting the technical support team in assessing potential application and support of business products and technical aspects for the development and implementation of customer products, applications, and solutions Exhibiting in-depth product… Show more  Acting as a person of authority, calling on extensive professional knowledge to provide other staff members with professional and legislative based information and understanding when called upon Displaying experience and understanding by assisting the technical support team in assessing potential application and support of business products and technical aspects for the development and implementation of customer products, applications, and solutions Exhibiting in-depth product knowledge by providing technical expertise in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement Show less

Service Delivery Specialist with Redknee Inc. involved in and Integration and third level of Technical Troubleshooting support of Prepaid and postpaid billing/rating/charging, SMSC , USSD , LBS solutions

Management Trainee/ Assistant Manager with Reliance Infocomm in OPS team. providing operational support to Ericsson Switch and Intelligent networks.

Masters, It

Masters in IT with specialisation in networking.

Education record